Golden Lady Casino - Вилучення гравця затримується.

This was the last straw. They told me over last 2 weeks on chat "you will receive your payment this week" or "early next week" and couple days ago "your payout is on queue you will receive it soon". I checked again right now and it's still on requested status and when I asked again on chat they said something generic they always say like "it's on high priority and rest assured you will receive it soon". This is my 2nd withdrawal to. After the first one the rest are supposed to come immediately. The website says within 48 hours. I had huge problems on my first withdrawal and let them slide. Instead of 7-10 days it took 2-3 months and I got impatient and cancelled $1100(one $200 and one $900) in winnings and lost it. Then I finally made another request after that in July but even that took well over a month to receive without cancelling. I was never going to play there again but they said I won't receive this withdrawal problem no more only the first one got delayed due to verification. I gamble every and have never seen a couple month to year verification time. I seen many people complain about withdrawal issue so I know this is done on purpose. They never respond on email and they don't really help on chat. It's like they intentionally delay withdrawal and want you to cancel withdrawal. I have been stupidly patient but this is it. I have been constantly asking them like everyday since November 9th to approve my 2nd withdrawal it's been well over 48 hours. They only say few things that I quoted above and never give a real answer. Like I said before, couple days ago I was told on chat "it's on queue" but I guess that means weeks to months. This is ridiculous I don't understand why they purposely do this to customers. I have lost a lot of money here and need this little $150 payout and have been waiting 2 weeks patiently. This casino is so frustrating and unprofessional!! I don't get why they do this and how they keep customers. Bitcoin wallet withdrawal is instant everywhere else

Hello Asaakira123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Lady Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Account fully verified around may or June 2022. I used real money with a bonus but finished playthrough requirements. I spoke to them 2 days ago on chat and often for almost 3 weeks they only reply with generic answers everytime like "I've escalated situation you will receive it soon" or "early next week" or "it's on queue will deposit to wallet". This should not happen because it's my 2nd withdrawal. I had to waite 3 months for the first one and only continued playing because they said rest will be instant and website even says within 48 hours for payouts after 1st one. They don't ever reply to emails or keep true to their word on chat.

I talked to someone yesterday, they just keep saying the same thing "we are working on it you will receive very soon rest assured". It's been 3 weeks. I guess soon means couple months to a year. I see a lot of complaints and warnings about withdrawal from other customers so I know this is something they do on purpose. I wish I knew that before.

Hello Asaakira123 and thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Asaakira123,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Golden Lady Casino to join the conversation and participate in the resolution of this complaint.

Dear Golden Lady Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

Thank you guys. They told me last night it will be approved today. Let's see. Also I made another withdrawal right now. Hopefully I get both today. If they delay any withdrawal again, I quit gambling there.

Looks like I won't get my payouts today either. The person on chat said the same generic copy paste message of "I have escalated it and finance department will give it soon rest assured". They keep freaking lying to me!!!! I attached yesterday's Convo were they said I'll get it today. I'm in a huge whole and message them every day and it's a month now on escalated!! This is ridiculous!!! My first ever payout took 3 months. They keep doing this to me. Every other casino is instant payout sometimes within a hour. Oh my God I need my payouts ASAP I been in financial trouble!! They are making me suffer!!!

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have gotten my payout. Thank you so much.

Dear Asaakira123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas